Effects of managerial response on consumer eWOM and hotel performance: Evidence from TripAdvisor

摘要: Purpose This study aims to measures the effects of managerial response on consumer electronic word-of-mouth (eWOM) and hotel performance. Design/methodology/approach A sample 56,284 reviews 10,793 responses for 1,045 hotels was retrieved from TripAdvisor, along with 30,232 performance records matched these a quarterly basis. Findings This finds that leads an average increase 0.235 stars in TripAdvisor ratings sampled hotels, as well 17.3 per cent volume subsequent eWOM. Moreover, moderates influence eWOM performance. Practical implications This offers practical model enables managers orchestrate social media marketing approaches efforts toward optimal strategy. Originality/value This differs extant literature has extensively focused by providing new perspective management intervention context. By examining interplay at individual level, this provides empirical evidence affecting through increased This also insights into importance crafting opportunities cultivate continued engagement consumers performance.